System becomes unresponsive before preboot authentication on a Lenovo N500 Type 4233-67G

Technical Articles ID: KB73147
Last Modified: 2023-04-28 12:33:47 Etc/GMT

Environment

Drive Encryption (DE) 7.x

Lenovo ThinkPad N500 Type 4233-67G

For details of DE 7.x supported environments, see KB79422 - Supported platforms for Drive Encryption 7.x.

Problem

After successfully installing DE on a Lenovo ThinkPad N500 and restarting, the system becomes unresponsive before the preboot authentication screen is displayed.

Solution

To boot this laptop model with DE installed and activated, enable the DE policy option 'Always enable USB support'.

Recover the client:
First try to perform an emergency boot with a DETech standalone disc to rebuild the Preboot File System (PBFS) by synchronizing the client with the server.
For assistance in performing an emergency boot, see the respective the DETech User Guide.

NOTE: In the situation where an emergency boot isn't successful, recover the client by manually decrypting the hard disk. For assistance with decrypting the hard disk manually, see the DETech Guide.

For product documents, go to the Product Documentation portal.

From the ePolicy Orchestrator (ePO) console, enable the option Always enable USB support.
1. Log on to the ePO Console.
2. In the DE Policy Settings, click the Boot Options tab.
3. Select the option Always Enable preboot USB support.
4. Save the changes.
Sync the client with the ePO server.
1. Click the McAfee icon in the Windows system tray and select McAfee Agent Status Monitor.
2. To sync the client with the ePO server, click Check new policies, followed by Enforce policies.
3. Restart the client and log on at preboot.

Affected Products

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System becomes unresponsive before preboot authentication on a Lenovo N500 Type 4233-67G

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System becomes unresponsive before preboot authentication on a Lenovo N500 Type 4233-67G

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